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Contact Center QA Guide: Building a World-Class Quality Program

95 pages of best practices, sample forms and tips for building and running a QA program

As the front line of many customer interactions, contact centers have an enormous impact on the overall customer experience.

As a result, organizational success is dependent on contact center performance. Establishing a successful quality assurance program allows centers to ensure quality of service delivery through call monitoring, evaluation, and agent training.

The Contact Center QA Guide provides step-by-step instructions for building and maintaining a world-class QA program.

Given the importance of quality monitoring, this 95-page guide is a must have for contact centers of all sizes, providing quality assurance best practices, sample call monitoring evaluation forms, and helpful tips for successful implementation.

Contents include:

  • Quality assurance program benefits
  • Components of a QA program
  • Creating a quality assurance leadership team
  • Implementation road map
  • Developing a QA evaluation form
  • Example QA evaluation forms
  • Assigning weights to QA evaluation forms
  • Quality monitoring criteria and guidelines
  • The calibration process
  • Quality assurance program mechanics and processes
  • Agent coaching and training
  • Reporting
  • Quality assurance program kickoff
  • Advanced quality assurance initiatives
  • Surveying
  • Customer experience monitoring
  • First call resolution (FCR)